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SRC Attachments periodically vanishing

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Attachments are intermittently vanishing in Service Request Catalog (SRC) items - Excel spreadsheet attachments "drop off", although they are attached in the back-end.

This is an intermittent problem and it appears to happen with all SRC items which have attachments.

The issue is temporarily fixed by clearing the browser's temp files but not reliable and does nor resolve the issue permanently.

for IE8 (on the SOE):
1. Click on File->New Session
2. In the new session click on Tools->Internet Options then click on 'Delete' browsing history.
3. Open SRC (dsms)
4. Open one of the items with an attachment and it should be visible again.

This workaround seems effective and temporarily successfuly resolved the issue on IE8 and Chrome but the root cause of this is not known.

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Re: SRC Attachments periodically vanishing

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Hi XHOLI

I suggest to open ticket to HPE support so that we can do trace for this issue and ask for the R&D to investigate it.

It is heared like the cache of SRC issue rather than IE cache.

thanks

 

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Re: SRC Attachments periodically vanishing

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Hi

Would you please to let us know more information?

1. Does this issue happen for other file type attachment rather than excel file?

2. Does this issue happen on other type explorer? such as Chrome and FF?

Thanks

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Re: SRC Attachments periodically vanishing

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Issue is with any type of attachments: .xls, .doc, ifm.

It is happening when usinf Internet Explorer 8 or Chrome (only ones used in our Environment)

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Re: SRC Attachments periodically vanishing

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We can always use "clear expleror history" workaround to fix this issue or just sometimes, we can make it work after IE cache cleared?

The reason of this question is we need to idntify if it is client issue or server issue.

Thanks

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Re: SRC Attachments periodically vanishing

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The workaround identified (clear cache) is not reliable.

The items show attachments in the Web Client (Attachment 1.zip) but when users go to the Service Request Catalog (SRC) to download and fill the attachment with required information before uploading it to their request, users can't find it in the

SRC portal (at the bottom of item information page - Attachment 3.zip)

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Contributor.
Contributor.

Re: SRC Attachments periodically vanishing

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Hi XHOLI

I suggest to open ticket to HPE support so that we can do trace for this issue and ask for the R&D to investigate it.

It is heared like the cache of SRC issue rather than IE cache.

thanks

 

View solution in original post

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